Mac - Study Sync Information and Troubleshooting

Updated: February 15, 2019 22:16

Understanding:

The Study Sync feature pushes your annotations (notes, highlights, bookmarks, book ribbons, and tags) from your computer to your Study Sync account on OliveTree.com. This allows you to access your annotations on your other devices by syncing. If you get a new device or need to reinstall the Olive Tree app, you can perform a sync to access any annotations that were previously synced to your Study Sync account.

How to Sync:

Select ‘File’ in the upper left hand corner.

Select ‘Backup & Sync’.

Alternatively, you can hold command + 'S' on your keyboard.

If you are not logged in, you may be prompted to enter your Olive Tree account information.

Basic Troubleshooting

If you are not able to sync successfully, please check the following:

Internet Connection: In order to sync successfully, make sure that your Mac is connected to the Internet. We also recommend loading the in-app store (Book Store) to ensure that the Olive Tree app is connected to the Internet.

30 Second Rule: To sync, you must wait 30 seconds after your sync completes on one device before syncing on another device.

Password: We recommend that you re-enter your password in the Olive Tree app in order to ensure that you are properly logged into your account. Re-enter your password by following the steps below:

From the top menu bar in the Olive Tree app, select ‘Account’.

Select 'My Account Login'.

Re-enter your username and password and click ‘Login’.

The log in box should scroll up off the screen after your log-in information is accepted.

Still unable to sync? Please send in your diagnostic data to Support for review:

To get your diagnostic data sent to me, you will need to open the Bible Study App on your Mac. Once the app is open, follow these steps:

From the menu at the top of the screen, select 'Help' and then select 'The Bible Study App Diagnostics'.

This will create a "diagnostics.zip" file and your Finder should open to the location this .zip file has been saved to. If you prefer, you could drag this to your Desktop to access it more easily later.

E-mail the zip file titled 'diagnostics.zip' to me at support@olivetree.com

Be sure to put my name and the ticket ID from this window in the body of the text, so I can quickly pick this up from the queue.

Please include the troubleshooting steps you have tried, how long you have been experiencing the sync issue, and any other relevant information.

Support will contact you as soon as possible to help resolve the issue. In the meantime, please do not add any new notes, bookmarks or highlights.